Faulkner Cadillac

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I wish to no longer debate the issue with FaulknerThey have no intention of fixing the damage they made, This was made very obvious and clearThey need to take responsibility for the damage that was made while my vehicle was under their care Once again, my car had no assisting issues nor noises prior to entering Faulkner facility, only to come out with a major and expensive problemWith the discount that was offer I still had to pay out $and setyle for after market struts for something they didThis is poor customer service! I no longer wish to go back and forth with Faulkner! Regards, [redacted]

[redacted] did bring his car in for an oil change and tire rotation as he statedThat was the 1st time we met him and his vehicleAny shop when performing such a duty needs to hoist the vehicle up in the airHis Vehicle having 134,miles and being years old is bound to have components failed or near failing from wear and tearThat particular strut in our view was in that state of conditionUpon putting the vehicle up in the air the technician had pointed out to me after [redacted] return that that particular wheel when the vehicle was lifted did appear to drop lower than the others but did not really think it to be an issueApparently it wasAt that point in time that strut that was on the age of failure finally came undone insideKeep in mind vehicles are hoisted up in the air at repair shops daily for repairs and the suspension systems are designed to handle that without failureWhether it happened here or any shop for that matter it was destined to finally fail due to being worn outThe same thing would have happened if the vehicle went into and dip in the road fast enough to make the suspension fully flex to it maximum extensionI compared the scenario to a light bulbDaily you activate a light by it's switchOne day you activate it and the light goes on for a second and then fails, it's not the switches fault, just merely an act of wear outNothing lasts foreverUpon the vehicles return I also noticed the rear suspension is nearly worn outI bounced the vehicle up and down and it's response shows me the rear struts are also just about doneI video'ed that eventAs a condolence to [redacted] we offered a discount on the needed repairs, we even offered to instal that strut free of a labor charge and also went as far as shopping after market sources to see if we could get cheeper parts for him due to the vehicles ageHe elected not to proceed with the repairs so that day we had diagnosed another condition the car he had brought the car in for with his Service Engine Soon light and waived the $fee to diagnosis that problem for himWe do not feel responsible for the final failure of a component that was already in the midst of doing so and decline to pay entirely for it's repair Ron S [redacted] Service Manager Faulkner Cadillac [redacted]

-------- Forwarded message ----------
sans-serif;">From: Revdex.com of Metro Washington DCDate: Thu, Oct 29, at 11:AMSubject: Fwd: Requested Documentation for Complaint #ID ***To: *** *** ---------- Forwarded message ----------From: Date: Wed, Oct 28, at 8:PMSubject: Requested Documentation for Complaint #ID ***To: [email protected]
Attention: *** ***
Attached is the documentation you requested for my complaint (ID ***)In your letter you state the complaint is against Sutliff Cadillac SaabThe company is *** CadillacOn the overview Tab the company is wrong but the address is correct.
I hope this documentation helpsIf you need any further information, just let me knowThanks for your help*** ***

-------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Thu, Oct 29, at 11:AMSubject: Fwd: Requested Documentation for Complaint #ID ***To: *** *** ---------- Forwarded message
----------From: Date: Wed, Oct 28, at 8:PMSubject: Requested Documentation for Complaint #ID ***To: [email protected]: *** ***Attached is the documentation you requested for my complaint (ID ***).In your letter you state the complaint is against Sutliff Cadillac SaabThe company is *** CadillacOn the overview Tab the company is wrong but the address is correct. I hope this documentation helpsIf you need any further information, just let me know.Thanks for your help.*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: There was absolutely any noise Nor the car was giving any indications that the struts were just about to give out as claimed my Faulkner They failed to inform me of any issue that occurred when my car was giving back to me They knew this problem was cause by a Faulkner employeeI believe because they do not wish to pay for the damage, they tried to misinformed in hopes I would just turn around n pay them more money for the damage that happened while the car was in their care Ron S*** when speaking to him over the phone clearly stated to me that he doesn't care and will not pay for the damage.
I have been a Store Manage myself for over years, and know that is not a way anyone speaks to a paying customer.
Regards,
*** ***

[redacted] did bring his car in for an oil change and tire rotation as he stated. That was the 1st time we met him and his vehicle. Any shop when performing such a duty needs to hoist the vehicle up in the air. His Vehicle having 134,345 miles and being 11 years old is bound to have components...

failed or near failing from normal wear and tear. That particular strut in our view was in that state of condition. Upon putting the vehicle up in the air the technician had pointed out to me after [redacted] return that that particular wheel when the vehicle was lifted did appear to drop lower than the others but did not really think it to be an issue. Apparently it was. At that point in time that strut that was on the age of failure finally came undone inside. Keep in mind vehicles are hoisted up in the air at repair shops daily for repairs and the suspension systems are designed to handle that without failure. Whether it happened here or any shop for that matter it was destined to finally fail due to being worn out. The same thing would have happened if the vehicle went into and dip in the road fast enough to make the suspension fully flex to it maximum extension. I compared the scenario to a light bulb. Daily you activate a light by it's switch. One day you activate it and the light goes on for a second and then fails, it's not the switches fault, just merely an act of normal wear out. Nothing lasts forever. Upon the vehicles return I also noticed the rear suspension is nearly worn out. I bounced the vehicle up and down and it's response shows me the rear struts are also just about done. I video'ed that event. As a condolence to [redacted] we offered a discount on the needed repairs, we even offered to instal that strut free of a labor charge and also went as far as shopping after market sources to see if we could get cheeper parts for him due to the vehicles age. He elected not to proceed with the repairs so that day we had diagnosed another condition the car he had brought the car in for with his Service Engine Soon light and waived the $131 fee to diagnosis that problem for him. We do not feel responsible for the final failure of a component that was already in the midst of doing so and decline to pay entirely for it's repair.
Ron S[redacted]
Service Manager
Faulkner Cadillac
[redacted]

Sorry it took so long to get back to you folks, I was out on vacation and then upon my return covered someone else who was out. To start let me explain to you the customers vehicle condition. We meet them on 7/7/15 see attached [redacted]. The vehicle was not in a constant fail mode meaning the...

condition described was happening, it merely just had trouble lights on. Upon scanning the computers it merely stated there was a loss of communication between 4 computers/modules. This vehicle like any current day vehicle has software the needs to network with other computers and the information that was stored is they stopped communicating. While testing the vehicle  everything was communicating at that time. The customer was aware of the technical side of this scenario and was kept up to date, in a condition like this the only thing anyone can do is hit the time clock and begin running tests, searching for wiring harness flaws and/or driving the vehicle in hope of duplication and the vehicle remain in a failed state. In a failed state testing and diagnosis can easily be done. This vehicle as per the customer statement only did what it did @ 70 mph, you can not test a vehicle in motion. we spent 3.3 hours that day(@131.23 per hour bill should have been $393.69 but we assisted and charged only $260.00) went over the data as best as we could which lead logically to the last computer not stopped talking was the suspension module, we also diagnosed the window condition that day. Their warranty company agreed to pay for the module and it was installed, see [redacted]. The customer when arriving for that visit questioned us on refunding them the diagnostic fees spent previously that day even though everyone was on the same page as you can see by the technicians notes on the 1st visit. We lent them a brand new Cadillac that day, a rental value of around $70 per day. The only stipulation is that when we do this people are responsible to  return it full of gas and in the condition it was given to them, free of damage. That is noted on a dash plackard inside each vehicle and explained by our personnel when each time one is issued. They are also responsible for any toll or traffic violations they we receive on that vehicle while in their possession, that is expressed in the contract they sign. If we get any of those they arrive sometimes weeks later. The fuel part of the vehicle is done also after the vehicle is given to attendant to wash and refuel if the gauge is not on full upon return. This is why they were charged the $44.16 which was occurred during the visit from [redacted] when them a vehicle for 13 days total when they returned, 13 days @ $70 per day is a value of $910., Now, upon the vehicles return when the condition re-appeared we again readvised the technical nature as I pointed out before in my notes here. Any vehicle like this just like a person with a medical problem which is an analogy I used explaining to them may takes hours of testing or driving and possible component trial being that in an intermittent condition, you have to go with theory of operation or the vehicle needs to go into and remain in its failed state not a comfortable situation for any owner. Like a hospital the tests and so on take time and cost money, there is no people or car machine you can plug in and tells you the answer unless you are in a broken state, car or human (broken arm still requires an xray but no tests or exploratory work needs to be done). During the 13 day stay we spent hours driving, then searching the wiring harness deeper where we found some minor damage to the communication circuit nears the transmission, repaired that. I personally drove the vehicle several times after that at the speeds described and it seemed fine again. Within a day they returned.(was continued [redacted]) I had informed the customer that we had worked out time and charges with their warranty company again up to this point so they fully realized that yes, there were charges being made during this process and concessions from us in sympathy trying to assist. The day they returned before I went on vacation I explained I would contribute two more hours "on the house" but after that between them or their warranty company time and materials would apply again. After reading their complaint and you reading my response I would hop you would agree with us. Todays vehicles are extremely complicated, this customers particular condition type is not testable unless in a failed state requires time and parts which both incur expenses which ultimately needs to be paid. Our process is similar doctor trying to figure out what's wrong with a patient who has an ailment that randomly occurs or is there but not visible to the eye, they also charge step by step. Our General Manager authorized to return their fuel money but we elect no further refunds or losses towards this vehicle.
 
Sincerely,
Ron S[redacted]
Service Manager Faulkner Cadillac
 
PS...I tried attaching all 3 **'s and a photo of the das Packard in the loaners but this software wouldn' allow that....you have a copy of the initial ** only here.

I am sorry you feel that way [redacted]. Our employee did not cause that strut to wear out, time and mileage did. The only unfortunate thing that happened here as I explained when we spoke is that merely hoisting your vehicle up on the lift was the final move that pushed it over the edge so to speak. I will still offer you a discount of 10% discount towards the repair on top of the diagnostic fee we already waived in a good will measure. I'm sure if you take the vehicle to another repair shop and have them determine where the noise is coming from they will confirm it is from the inside of that strut.
 
Ron S[redacted]
Faulkner Cadillac Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I wish to no longer debate the issue with Faulkner. They have no intention of fixing the damage they made, This was made very obvious and clear. They need to take responsibility for the damage that was made while my vehicle was under their care.  Once again,  my car had no assisting issues nor noises prior to entering Faulkner facility, only to come out with a major and expensive problem. With the discount that was offer I still had to pay out $500.00 and setyle for after market struts for something they did. This is poor customer service!
I no longer wish to go back and forth with Faulkner! 
Regards,
[redacted]

Review: I lost the key to my 2004 Saab 9-3, so I took it to Sutliff Cadillac Saab in [redacted]. They completed the necessary installation of parts and returned the car to me in a suitable amount of time. I paid for that repair in full. Two days later, the car locked up on me and I was unable to operate it. I had it towed back to Sutliff where I was told that they actually needed to install an additional part that was initially thought to be unnecessary. They completed this repair in a reasonable amount of time and I was not charged for the additional work. As soon as I picked up the vehicle yesterday, it immediately indicated symptoms of disrepair. First of all, my passenger side rear-view mirror is completely blacked-out. It appears as if it was charred! Secondly, the check engine light came on, and the car does not operate appropriately. When I depress the accelerator, the car shudders and does not respond properly. I took the car back to Sutliff as soon as my schedule allowed today. I spoke to the General Manager, [redacted] at that time. He refuses to take responsibility for the malfunctions, as well as the condition of the side mirror. I actually am missing out on a family vacation due to their incompetence. I am extremely disappointed beyond the fact that this dealership made some serious mistakes in the handling of my car's repairs. The customer service that I received today is below the standards to which any patron should be met with. The principle underlying the issue is that **. [redacted] should take responsibility for the actions of his staff, or lack thereof. **. [redacted] did not offer to do anything for me today to proactively deal with the problem. He basically said when the car dies, I will just have to get it towed back to the dealership. There was no solution to get me through the weekend. There was no attempt to make the problem right at the time, or avoid any further inconvenience on my part. My disappointment was not resolved in any manner today upon my leaving. The dealership has allowed me to borrow a loaner vehicle in the past while they worked on my car. Apparently, there is a limit on what allowances they grant their customers. It sure looks to me like after the second time they work on your car, they stop caring.Desired Settlement: I would like a formal apology in the form of a letter from **. [redacted], as well as a full refund for the initial repairs on my vehicle. The inconvenience, time lost from work, time lost from vacation, as well as towing costs are more than equal to the sum of money that I paid for my vehicle's repairs.

Business

Response:

Please see attached response.